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Quality Assurance Coordinator (Specialist)

Kempinski - Emirates Palace

Posted on July 9, 2018

1 - 2 years Abu Dhabi - United Arab Emirates

Any Nationality

Opening 01

Job Description

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Emirates Palace
Emirates Palace is centrally located in the heart of Abu Dhabi, close to major visitor attractions and the main business areas of the city. Just 40 minutes from Abu Dhabi International Airport and 90 minutes from Dubai Airport, Emirates Palace is conveniently situated for both leisure and business travellers. Popular tourist sites close to the Emirates Palace include the Grand Mosque and the Abu Dhabi National Exhibition Centre, both located 20 minutes away. The Marina Mall and major shopping attractions are also within walking distance of the hotel
Quality Assurance Coordinator ( Specialist )
This position provides administrative, business and project management support to the Director of Quality in achieving company and departmental objectives being the administrative backbone of all guest feedback correspondence. Collecting, analyzing and follow up guest feedback and coordinating actions with all related departments to ensure smooth flow of guests journey.
Key Responsibilities
The job ofnbsp Quality Assurance Coordinatornbsp nbspis executed satisfactorily when:
• Guest Satisfaction Scores (GSS / GRI) are above the desired target.
• Guest comments are recorded, analyzed, followed up with the operations and recurrence isminimized.
• 100% of Guest Satisfaction Surveys and other correspondence is replied within 48 hours.
• KEA performance results is above desired target
• Monitors guest satisfaction through all online channels and internal interactions
• Follows up on day to day issues focusing on removing recurrence
• Overseeing the resolution of guest concerns, responsible to respond to all reviews or direct correspondence
• Liaise with PR on replies to social media and online third party reviews (Tripadvisor, booking.com etc.)
• Facilitates the delivery of quality service
• Analyzing guest feedback and recommending approaches that can be implemented to better serve the guests
• Inform and liaise with other operating departments e.g. Housekeeping, Engineering, Sales and Butlers of Front Office matters which may concern them.
• Liaises with all operating departments to customize guests stay experience.
• Handle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
• Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
• Prepares and leads daily engagement meeting following up on reported Keens and reviews
• Conducts regular internal audits using KEA checklists, monitoring progress and reports findings to the training departments and departmental trainers.
Desired Skills & Qualifications
• Supervisory skills
• Luxury Hotel Experiences
• Good Communication skills
• Knowledge of hotel operations & Computer systems
• General knowledge of tourist and business related information
• Knowledge of hotel products and services
• Knowledge of VIP welcoming protocol
• Training skills

Hotels / Hospitality

Quality / Testing / QA / QC / Inspector


Front Office Housekeeping Project Management Administration Monitoring Social Media Quality Assurance Coordinator Sales Engineering Training Service Quality


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Kempinski - Emirates Palace

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